Add on: Extra support time

Monthly support overages are subject to approval and billed at $125/hr. If you require additional support time and wish to guarantee our availability you may request time to be added to your plan in 5hr increments at a reduced rate. Each increment will add $500/mo.

Add on: Development Retainer

For organizations that recognize the benefits of continual website development we offer retainers at 3 different levels designed to match your budget. Together with your Client Plan, this Add on gives you the capabilities of your own web department – without the overhead.

Frequently Asked Questions

Our cloud server is currently located in the Equinix data center in Ashburn, VA. We also have dedicated servers at Singlehop in Chicago, IL and utilize services like CloudFlare, Wistia and AWS to help serve up content. We’ll work with you to find the best setup for your needs.

As part of our website management service we will maintain the renewals of standard services related to your website. This includes software licenses, domain registration, SSL certificates, etc. At your option, all notifications are sent to us and we make sure everything is kept up to date. You will be responsible for any additional fees related to these services. We will pay the fees on your behalf and add the total to your invoice.

Think of our support time like a lawyer’s retainer. Your monthly time reserves your place in our queue and guarantees our resources are available to you. This represents a certain monthly investment on our part. As such, unused time cannot be rolled over to the following month.

One of the driving principles of our client plans is preventative care. To that end, we endeavor to prevent anything from happening in the first place. However, we cannot promise your website will never have a conflict with a software update, be hacked or experience a hardware issue. What we can promise you is that we will do everything in our power to prevent these things from occurring and quickly take care of any cleanup and restoration of your website with one of our regular backups.

Content updates, troubleshooting & small design changes are the most common requests. That said, any request related to your existing website that can fit into your monthly support time is fair game. Development of new features will be quoted as a separated project or counted against your development retainer (if any).

Many of our clients prefer the convenience of a yearly invoice. We are happy to set up monthly payments as well. For new customers, we generally prefer at least a 3-month agreement. After this period, we do typically ask for a commitment of 12 months. That said, we have no interest in locking you into an agreement you do not want to be in. Our goal is to be so valuable to your business that you would not imagine going elsewhere. If for any reason you wish to step-up, step-down or cancel your service with us you may do so at any time without penalty. If on our servers, we will even assist you in migrating to a new host with no hard feelings.

Our plans are designed for sites we have developed. Nonetheless, we are open to managing sites built by other developers. First we will need to evaluate your website to determine any issues that need to be addressed before proceeding with a client plan. During the evaluation we will bring your software up to date, fix any security issues, run a full backup and compile a list of suggested improvements. The fee for this service is $475 plus any related expenses (e.g. software license fees). Contact us to get started.

Certainly! It’s your option to have us work with your existing host or migrate your website to one of our managed servers. Our balanced cloud hosting is perfect for smaller sites and is included in all plans for no extra charge. For larger sites, we offer custom hosting solutions all the way up to dedicated servers. Contact us for a quote.

Our approach to hosting is different.

16 years of managing websites has taught us that unforeseen issues will come up no matter where you host and that needs change with growth.

When we manage your site we’ll work with your existing host, host your site on our network or migrate you to a new data center — whichever solution (or combination of solutions) makes the most sense for your needs. Our primary concern is making sure you are on the right hardware to support your business.

Like your current web host? That’s great! There are a lot of good ones out there! We speak ‘system administrator’ and know how to quickly resolve most issues without even opening a ticket.

All our plans include Balanced Cloud Server hosting on the Klovera network at no extra charge. For higher traffic sites, Shared VPS, Semi-Dedicated and Dedicated servers are available for an additional fee.

In short, we’ll work with you to create the best setup for your needs.

Security & Monitoring

Steps have to be taken to protect you and your customers from malicious activity and to make sure your site remains online. 24/7 monitoring, firewalls, encryption, malware scans — we maintain a multi-layered approach to keep out the bad guys.

For expediency, all notifications go directly to us. We take care of the majority of issues before you even know there’s a problem.

Analytics & Reporting

We keep track of a lot of data related to your site. Our job is to save you time by curating the important bits that help you make business decisions and filter out the rest.

The metrics we make available to you vary at each plan level.

All Plans:
We provide monthly maintenance reports with important data on software updates and metrics from Google Analytics. You also have access to a custom Website Dashboard with analytic data you can check 24/7.

Advise Plan:
At the advise plan level we step up the data we are watching. We don’t just provide you the info at this level – but help you analyze it to make informed decisions.

Partner Plan:
At the partner plan level we set up additional advanced reporting metrics that let us keep track of where you rank in the search engines, broken links, individual page loading speeds, etc. At this level we can send you multiple custom reports per month as needed.

Support

With your dedicated support time you can make requests regarding anything related to your existing website:

Bug fixes

Content updates

Minor Design updates

Performance improvements

Software installs

Troubleshooting

DNS & Domain Name changes

Hosting & configuration changes

In general, our support covers everything you need related to your website short of devising a new web strategy, designing new sections or developing custom code. These services are available and quoted separately by request.

Administration & Maintenance

Behind the scenes we take care of all the technical maintenance tasks that need to be performed in relation to your website: backups, software updates, security scans, performance scans, break fixes, malware removal, blacklist removal, spam & revision clean-up, database optimization, etc. We will even make sure your domain names & 3rd party software licenses are kept up to date*. That’s right. No worries and no more reminder emails. We’ll take care of everything so you can focus on more important things.

*Any fees associated with domain name renewals or software licenses will be added to your plan invoice.

Consulting & Training

Consulting calls are great for strategy sessions, live editing or any other type of training need. Your website is a marketing hub and a business tool. We’ll help you make sure it’s doing what it was designed to do.

One scheduled consulting call per month is included in the advise & partner plans. Consulting calls are available at the base & assist plan levels as well but are counted as support time (30 min minimum).

Client Portal & Website Dashboards

SEO & Content Optimization

Our optimization process (available at the advise & partner levels) will make your website content more attractive to search engines and users for the express purpose of achieving one or more of the following 6 business goals:

Increase your site’s raw traffic

Increase e-commerce sales

Spread awareness / establish branding

Lead generation

Reputation management

Ideological influence

There are several areas of your site we will review and audit weekly as part of this process. These include the content or copy, broken links, title tags, position tracking, backlinks, social media engagement and other meta information.

At the advise plan level we will coach you with weekly tasks for you and your team to perform along with regular content suggestions and progress reports.

At the partner plan level we will perform the optimizations for you based on our weekly SEO audits and report on progress.

All content is provided by you. We strongly suggest working with a professional copywriter and have one or two we can recommend.

Project Development Retainer

Our development retainers are a pre-approval by you and a guarantee from us of a set amount of work to grow your web presence each month. We will work with you to create a pipeline of projects that span the course of several months and regularly communicate with you on progress.

The retainers are set as budgets at the following amounts:

Level 1: $1,500 /mo
Level 2: $3,000 /mo
Level 3: $6,000 /mo

These retainers are invoiced differently than your core management plan. The actual amount charged may be more (with approval) or less, detailed out each month and invoiced upon delverable (due on receipt). Depending on scope, a deposit may be required at the start of a new project.